I haven't posted a journal here in almost three years, because I couldn't find the button to start a new entry.
So... hi, Slashdot. I used to be really active here, but now I mostly lurk and read. I've missed you.
A few months ago a local restaurant had a Groupon which my wife purchased. It was a 5 course dinner for 2 for $20 on weeknights, or $30 for Thursday - Sunday. Within 2 days she received an email from Groupon stating that the restaurant was no longer honoring the deal. Groupon gave us a full credit (not refund, just money we could use towards another deal) Ever since this, my wife has not wanted to go back there.
The irony of this was that we discovered this restaurant through a different deal website, and it quickly became somewhat of a regular for us. Honoring a previous deal made us customers, not honoring a subsequent deal made us no longer customers.
I worked for a small(er) cable company 15 years ago, in their community Television department. We covered city council meetings, parades, had several shows about life in Cleveland etc. It has changed ownerships a few times, and is now Time Warner, and I stopped in not to long ago to see if I still knew anybody who worked there.
The entire community TV department had been replaced by more call center lackeys answering angry phone calls, and what was more interesting was the main reception area where people could pay their bills has the customer service reps behind bulletproof glass, and there was an armed guard sitting in there.
If you are doing such bad job servicing your customers needs that you feel you have to protect your employees from customers so angry they might start shooting up the place, maybe, just maybe, you might want to try and improve your customer service a bit...